The client in consideration is one of the largest engineering, procurement, and construction (EPC) companies in India. With projects covering over 14 states in the country, its portfolio of services and offerings is widely diversified. It primarily engages in three forms of businesses – civil construction, road & highway development, and manufacturing.
The civil construction business focused on providing the marquee EPC services to a wide customer base, largely consisting of major government projects. The road & highway construction company focuses on the build-operate-transfer model concentrating on project efficiencies throughout the entire life cycle.
Managing Scaled Operations, Without Losing the Competitive Edge.
In its entirety, the business was large-scale and diversified by design. While this provided tremendous competitive advantages an entire road construction project would be completed through one organization, it also posed operational challenges. The company had pan India presence with offices, teams, and departments working from distributed touchpoints. This gave each project the necessary local leadership but made it very difficult for the management team to streamline everything and standardize the internally-offered services.
Moreover, the company had retained its legacy network of calls, emails, and physical service delivery. As the operations scaled, it was becoming difficult for team members to provide timely solutions efficiently and in line with compliance standards.
The management team had to coordinate internally for generating IT service-delivery performance reports. Manual reporting meant more time was invested in making reports, and many nuanced insights from IT service-delivery performance would go underreported or completely unreported.
The company had over 3000 users working from different locations across the country. Not having a centralized platform for handling user requests and incidents meant every issue, problem, and question was dealt with manually. This was resource-consuming and inefficient since all the issues were managed as they came in and not by priorities.
With the company’s growth, it was visible that more branches and departments would soon be added, making it humanly impossible to resolve every query and still retain operational efficiencies. There was a clear need for a centralized platform that could single-handedly accumulate, assess, suggest solutions, and track user queries.
Employing an Industry-Standard ITSM Platform with Enhanced Request Management Abilities.
Motadata understood the management team’s motive to streamline the entire IT service management with industry-standard processes. Once that was clear, the team deployed an ITIL-compliant ITSM solution that focused on four elements – easy access for users, quick & automated resolution wherever possible, efficient resource allocation, and comprehensive tracking across the query lifecycle.
Motadata set out to implement the solution module-by-module. The first thing the team worked on was setting up an the incident management module. Then a requester portal was deployed with email ID verification where the client’s employees could track each request throughout its lifecycle.
With ServiceOps’ multi-channel support feature, the users could now send requests via emails, a self-service portal, and even mobile apps. The platform then automatically assigned the requests to available technicians based on their skills. The system also allowed the technicians to investigate and find the root cause of recurring incidents with the problem management module and resolve the problem by collaborating with other technicians. As a result, the infrastructure company saw a sharp 4% increase in the first-contact resolution. This meant more queries were being solved quickly with less resource consumption.
All Performance Optimization Begins with an Insight: SLA Tracking and Robust Reporting
Service-Level Agreement tracking was nearly impossible through their legacy processes. With the Motadata ServiceOps platform in place, each user could check her service requests’ progress with details on SLA-adherence. The technician performance improved as they were able to evaluate ticket-priority based on real-time metrics. The in-built compliance monitor allowed the technicians to easily check SLA breaches and measure performance for optimizing query resolution.
The ServiceOps ITSM platform also provided a well-engineered reporting module to solve the management team’s problem of not getting a granular understanding of the enterprise with quick report generation. Technicians could now generate management-style reports and customized all the reported data with sorting & filter mechanisms. Metrics like SLA-adherence, average resolution-time per ticket, etc. could now be reported with a few easy clicks. The management team now had access to the insights they needed, and the technicians did not have to spend hours collecting data and building reports.
Efficiency at Scale: Accumulating, Integrating, and Managing Information Sourced from Multiple Locations.
Since the company was present across India with different departments operating from different locations, there was a clear need for data segregation and authorization-based access. Motadata ServiceOps was integrated with readily available location-scoping that automatically categorized and secured data, providing access as per authorization rules for each location. This ensured that the right people had the right degree of control on the data, without any data loss incurred while accumulating it from different locations.
Moreover, Motadata helped the client effortlessly manage and import user information from all their workspaces, by integrating the LDAP protocol into the ITSM platform using multiple OU options to import and manage user data.
Looking Forward: Service-Excellence Goes Mobile.
After gauging the solution’s results, the leadership at the infrastructure firm saw the applicability for a mobile app that could deliver the same service-excellence on the go.
With the Motadata ServiceOps in place for managing service delivery, deploying the app was just a matter of bringing the platform’s capabilities to a mobile experience. The app allowed technicians to resolve tickets that were remotely created, assigned, and tracked on one platform. Team leaders could supervise the entire process with the Audit-Trail. This also gave the technicians a uniform platform to communicate with the ticket-requester, cutting down a long cycle of back-&-forth communication into a lucid system.
The app helped in promoting self-help across the organization. Users had access to keyword-base search functionalities that allowed them to search for the solutions on the knowledge base and get directed to relevant articles, guides, and FAQs.
The technicians could also record the query’s subject & description and any attachments provided by the requester. Authorization issues were solved easily since all the team-members could find and respond to approval requests through the app itself.
Designed for Scale and Growth
The entire ecosystem of the platform with its ITIL-compliant modules and features brought a missing element to the construction company’s IT service strategy – scalability. Using data aggregation, standardizing, tracking, and measurement capabilities, Motadata ServiceOps empowered the technicians to get a uniform understanding of each request, without having to manually handle each small issue. The team is now efficiently resolving over 4000 tickets in a month, with 600+ high-priority tickets resolved in a week.
The management team now has data-backed reports automatically collected based on the performance of each SLA metric and technician-level coverage for establishing strategies, policies, and creating future plans.
The construction company now had the confidence to scale its operations across offices, geographies, and functionalities without worrying about resource-consuming IT service-delivery. With its growth, the Motadata ServiceOps platform would adapt and catalyze the efficiencies in the system.
Is growth becoming a challenge for your organization? Let Motadata help you establish IT service management processes that scale with your operations.